Technical Support Engineer 技術支援工程師 (speaks both Mandarin & English)

About the Role

The Technical Support Engineer works closely with Call Centre Specialists and Field Technicians to provide technical support, troubleshooting, and maintenance, ensuring issues are resolved promptly and client satisfaction is enhanced. This role focuses on delivering Level-2 support and requires strong communication skills, a proactive approach to problem-solving, and a commitment to timely issue resolution.

Responsibilities

• Provide Level-2 technical support for Linux IoT devices and backend services.
• Troubleshoot and resolve issues related to system performance, connectivity, and data integrity.
• Perform root cause analysis to identify and address recurring technical problems.
• Collaborate with cross-functional teams to escalate and resolve complex issues.
• Document troubleshooting steps, resolutions, and best practices in the knowledge base.
• Assist in testing and validating software u...